Office of the Customer - Quality Specialist

SUMMARY:

Works to establish and measure quality objectives throughout the organization. Monitors and evaluates data to ensure continual quality improvements and successful customer experiences.

WHAT YOU'LL DO

• Supports the Galls Customer Feedback/ Net Promoter Score Programs.
• Supports the Accounts in Jeopardy process including scheduling meeting and maintaining dashboards.
• Manages the OOC Error process including assigning and monitoring resolution.
• Create and maintain all Office of the Customer dashboards.
• Analyzes OOC program data for insights and trends and makes recommendations to improve the OOC programs as well as functional business processes to improve customer experience.
• Oversees all functions of OOC Reporting including new development to meet business needs.
• Conducts Root Cause Analysis on quality failures and reviews CAPA responses
• Conducts customer follow up calls to ensure successful resolution of issues
• Owns the process of monitoring Galls digital footprint health including social media and internet analytics
• Owns the investigation and resolution customer social media complaints
• Analyzes data related to all aspects of Customer Health including developing and data points and metrics.
• Conduct operations in a manner that promotes safety. Comply with company, OSHA and other applicable regulations to assure a safe workplace.
• Other duties as assigned to meet business needs.
• Work schedule as needed to meet business needs to include some evenings and weekends.

WHAT YOU BRING

• Demonstrated ability to trouble-shoot, problem-solve issues and implement solutions to prevent recurring problems.

Demonstrated effective time management, project management and organizational skills.

• Demonstrated project management abilities.
• Effective communication skills (written, verbal, active listening) and professional behavior.
• Ability to communicate with all levels and diversity of employees within the department or outside of the department on a professional level.
• Ability to oversee conflict between employees or other departments in a professional manner.
• Proficiency utilizing Microsoft Office Suite and aptitude for other software programs to include GQ
• Ability to implement Best Practices related to customer health.
• Strong ability to analyze data and demonstrate business judgement.
• Proficient in Excel, MS 365 applications including Forms, Planner and Power Automate
• Prior experience with sales processes, customer retention, customer service or account management.
• Ability to communicate, verbally and in writing with all levels of management and employees.
• Excellent computer skills (experience with Microsoft Office Suite and GQ Order Management System).
• Strong interpersonal skills.
• Highly organized and strong attention to accuracy and detail.
• Ability to multi-task.
• Effective presentation skills.

WHAT TO SEND OUR WAY

• Your resume, highlighting your education, experience, and skills
• Why you want to be a part of the Galls family

WHAT WE OFFER

• Excellent medical/dental and vision coverage- Eligible 1^st day of the month after start date
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits-choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Day Shifts Only
• Daily Pay

Galls is an Equal Opportunity Employer of people from all walks of life, including persons with disabilities and veterans. Galls is passionately committed to diversity and inclusion in all that we do. We invite you to join our team, grow with us and contribute by bringing your authentic, best self to work.